Overview: Linkus Web Client provides comprehensive chat and messaging features for internal communication with colleagues and external communication with customers through various channels like SMS, WhatsApp, and other messaging platforms.
Chat Overview
Available Chat Types
| Chat Type | Description | Usage |
|---|---|---|
| Internal Chat | Instant messaging with colleagues | 1:1 chats and group chats within the organization |
| External Chat | Customer communication via external channels | SMS, WhatsApp, Facebook, Live Chat |
Internal Chat Features
| Feature | Description | Limits |
|---|---|---|
| Group Chats | Max. 200 members per group | Max. 100 group chats per user |
| File Sharing | Share files and images | Max. 100 MB per file |
| Chat History | Automatic synchronization between clients | Max. 1 year storage |
| Message Types | Text, emojis, files, images | Direct audio/video calls possible |
Internal Chat
Starting One-on-One Chat
- Open Chat Area
Click "Chat" in the left navigation bar and then click the "Internal Chat" tab. - Search for Colleague
Enter the name, extension number, or email address of the desired colleague in the search bar. - Start Chat
Click on the found colleague to start the chat.
Creating Group Chat
- Select Group Chat Option
In internal chat, click the plus symbol (➕) next to the search bar. - Select Participants
Choose the desired colleagues from the list. - Create Group
Click "Create" to start the group chat.
Chat Management: The first user who creates the group chat automatically becomes the administrator and can add or remove other participants.
Sending Messages
- Text Message
Type your message in the text field and press Enter or click "Send". - Add Emojis
Click the emoji symbol to add emoticons to your message. - Send Files
Click the attachment symbol and select a file from your computer (max. 100 MB). - Send Images
Drag images directly into the chat window or use the attachment function.
Advanced Chat Functions
Direct Calls from Chat
- Click the phone icon for audio call
- Click the video icon for video call
- Chat remains available during the call
Chat History
- Chat histories are automatically synchronized between all Linkus clients
- Messages are available on Web Client, Desktop Client, and Mobile Client
- Search function for past messages
External Chat
Requirements: PBX Server 84.12.0.32 or later, Enterprise or Ultimate Plan, at least one messaging channel set up by administrator.
Supported External Channels
| Channel | Icon | Chat Type | Session Behavior |
|---|---|---|---|
| SMS | 📱 | 1:1 conversations only | Depends on administrator configuration |
| 💬 | 1:1 conversations only | Auto-close after 24h inactivity | |
| 📘 | 1:1 conversations only | Depends on administrator configuration | |
| Live Chat | 💭 | 1:1 conversations only | Depends on administrator configuration |
File Sharing Limits per Channel
| Channel | Max. File Size | Retention Time |
|---|---|---|
| SMS | 100 MB | 72 hours |
| 100 MB | 72 hours | |
| 25 MB | 72 hours | |
| Live Chat | 10 MB | 72 hours |
Managing External Chat Sessions
View Customer Inquiries
- Click "Chat" and then the "External Chat" tab
- All incoming customer inquiries are displayed sorted by channels
- Unread messages are marked with a red dot
Respond to Customer Inquiries
- Open Chat Session
Click on the desired customer inquiry. - Compose Message
Type your response in the text field. - Send Response
Press Enter or click "Send".
Important for WhatsApp: You can only respond to incoming messages. Initiating new conversations is not possible.
Transfer Chat Session
- Open the desired chat session
- Click the transfer icon
- Select a colleague from the list
- Add an optional note
- Click "Transfer"
Advantage: The colleague can view the entire chat history and take over seamlessly.
Archive/Unarchive Session
- Right-click on a chat session
- Select "Archive" for completed conversations
- For archived chats: Select "Unarchive" to reactivate them
Escalate Chat to Call
- Open the corresponding chat session
- Click the phone icon in the chat window
- The customer number is automatically dialed (if available)
Configuring Chat Notifications
Chat-Specific Notifications
Mute Chat
- Right-click on the desired chat
- Select "Mute notifications"
- The chat is marked with a mute symbol (🔇)
- New messages are displayed as red dot instead of number
Reactivate Chat Notifications
- Right-click on the muted chat
- Select "New message notifications"
- Notifications for new messages are active again
Global Chat Notifications
Enable/Disable Notification Sound
- Go to Preferences → Features
- In the "Notifications" section, enable/disable "Play sound for new messages"
- Click "Save"
Configure Pop-up Notifications
In Web Client
- Go to Preferences → Features
- Enable "New message notifications"
- Pop-up notifications appear during Web Client usage
In Browser (Desktop Notifications)
Requirements for Desktop Notifications:
- Web Client stays logged in
- Browser stays open
- Browser notifications allowed for website
- "New message notifications" enabled in Web Client
- Ensure all requirements are met
- Pop-up notifications appear at bottom-right of desktop
- Click notification to switch to Web Client
Increasing Chat Productivity
Efficient Chat Usage
- Quick Access: Pin important chats for easy access
- Search Function: Use search to find past messages
- @-Mentions: Use @Name in group chats for direct addressing
- Keyboard Shortcuts: Enter to send, Shift+Enter for new line
Optimize Team Communication
- Topic-Based Groups: Create separate group chats for different projects
- Status Updates: Use group chats for regular team updates
- File Organization: Use descriptive file names when sharing
- Chat Hygiene: Archive completed conversations regularly
Customer Service Efficiency
- Quick Responses: Prepare text templates for common inquiries
- Escalation: Use call escalation for complex problems
- Transfer: Forward inquiries to specialists when needed
- Documentation: Note important customer conversations for follow-up
🔧 Troubleshooting
Problem: Messages not arriving
- Check your internet connection
- Refresh the page and try again
- Check if recipient is online
- Review recipient's chat settings
- Log out and log back in
Problem: No chat notifications
- Check browser notifications for website
- Ensure "New message notifications" is enabled
- Review system notification settings
- Check if chat is muted
- Restart browser
Problem: Cannot send files
- Check file size (max. 100 MB for internal chats)
- Review file format (some formats may be blocked)
- Try a smaller file as test
- Check your internet connection
- Contact administrator for repeated issues
Problem: External chat not working
- Check if external chat channels are set up by administrator
- Review your PBX plan (Enterprise/Ultimate required)
- Ensure PBX version is 84.12.0.32 or later
- Check your permissions for external chats
- Contact administrator for channel configuration
Problem: Chat history missing
- Check synchronization between devices
- Log out and back in to force synchronization
- Check if maximum storage time (1 year) was exceeded
- Review if messages were accidentally deleted
- Contact support for persistent issues
Problem: Group chat functions not available
- Check if you are administrator of the group chat
- Review maximum number of group chats (100 per user)
- Check maximum participant count (200 per group)
- Ensure all participants are online and reachable
- Try recreating the group chat
✅ Best Practices
Professional Communication
- Use clear and precise language in business chats
- Use appropriate greetings depending on context
- Respect working hours - avoid nighttime messages
- Mark urgent messages accordingly
- Use emojis sparingly and professionally
Team Collaboration
- Create topic-based group chats for projects
- Use @-mentions for direct addressing in group chats
- Share relevant files directly in appropriate chat context
- Keep group chats focused and avoid off-topic discussions
- Archive completed project chats regularly
Customer Service Excellence
- Respond to customer inquiries promptly (ideally within 15 minutes)
- Use professional and polite language
- Personalize responses with customer names
- Transfer complex inquiries to appropriate specialists
- Document important customer interactions for follow-up
Security and Privacy
- Don't share sensitive data over unsecured channels
- Use secure networks for business-critical communication
- Follow data protection regulations in customer communication
- Delete confidential chat histories after project completion
- Report suspicious or spam messages to administrator
Productivity Optimization
- Use notification settings to minimize distractions
- Schedule fixed times for chat processing instead of constant monitoring
- Use search function to quickly find old information
- Create text templates for frequently used responses
- Use video/audio calls for complex discussions instead of long chat threads
System Maintenance
- Regularly clean up old and irrelevant chats
- Periodically review your notification settings
- Update your profile and contact information
- Test new chat features in a safe environment
- Stay informed about system updates and new features
🎉 Excellent! You now master all chat and messaging features of Linkus Web Client. Use these tools for efficient internal collaboration and excellent customer service.
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